Expert Customer Support, Powered by People

A contact center is defined by the people behind it and the experiences they deliver. Our support services are built around a human, customer-first approach that helps organizations deliver consistent, high-quality experiences while keeping systems running at peak performance.

Flexible Support That Scales With You

Support needs are not one-size-fits-all. Whether you need occasional assistance or full operational coverage, our experienced support teams are available by phone or through our online customer portal to help resolve issues quickly and efficiently.

Our flexible support and maintenance services help your contact center operate at peak performance with:

Technical support

Migrations and upgrades

Patching and new version updates

System monitoring

Guidance from certified solution experts

We offer Professional, Premium, and Elite support packages, allowing you to choose the level of service that best fits your contact center environment and business needs.

Support Features and Benefits

SUPPORT FEATURES	PROFESSIONAL	PREMIUM	ELITE
Access to customer support center Monday to Friday 8:00 AM to 8:00 PM EST	✓	✓	✓
24/7/365 access to customer support center	OPTION	OPTION	✓
Unlimited access to support during normal business hours Monday to Friday 8:00 AM to 8:00 PM EST		✓	✓
Customer Access Line – Technical Support	✓	✓	✓
Access to the support website	✓	✓	✓
Billable per intervention	✓
Time for interventions included in monthly billing		✓	✓
Service level objectives included	✓	✓	✓
Proactivity during major failures		✓	✓
Summary of major incidents (root cause analysis)		✓	✓
Incident management		✓	✓
Monitor the new software features to be released		✓	✓
Quarterly meeting for review of support activities and development			✓
Assistance / execution of configuration change request (MACD) of minor type or mentoring training questions. Evaluated at less than 4 hours/intervention. Limit of 10 interventions/month.			✓
Assistance of a senior consultant upon request. Architecture review, discussion of current or upcoming technological projects, coaching, presentation of new product or technologies and much more. Subject to availability. 50 hours per year included.			✓

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Your Partner in Contact Center Evolution

We work closely with your team as a trusted advisor, evaluating and recommending solutions across the entire customer journey. Our goal is to help transform your call center into a modern contact center that meets today’s expectations and is ready for what comes next.

Your contact center never stops evolving. Neither should your strategy.

Through a structured, customer-focused approach, we help improve operational efficiency, enhance service delivery, and optimize omnichannel communications, including:

Remote and virtual work capabilities

Voice recognition

Chat and email integration

Self-service applications and bots

CRM, ERP, and third-party integrations

UCaaS (Teams, Zoom, and Webex)

Artificial intelligence

TSM tools (ServiceNow and Zendesk)

Salesforce and Dynamics

Dashboards and custom analytics

Why CallTower

Choosing the right contact center partner is as important as choosing the right technology.

CallTower combines deep contact center expertise, certified partnerships, and a people-first approach to help organizations design, support, and evolve their contact center environments. We work alongside your teams to reduce complexity, minimize risk, and ensure solutions perform in real-world operations.

End-to-end support across the full contact center lifecycle

Certified expertise across leading platforms

Flexible engagement models from targeted support to fully managed services

A people-first approach focused on outcomes, not just technology

A long-term partnership mindset that supports continuous improvement

With CallTower, you gain a trusted partner focused on helping your contact center perform better today and adapt confidently for what’s next.

On-Demand Expertise Through Staff Augmentation

If you need specialized expertise for a specific initiative, our certified contact center experts are available to support your team through staff augmentation.

This approach allows your organization to:

Our experts work alongside your team to support short-term needs or long-term initiatives.

Managed Services You Can Rely On

Our Managed Services offering provides 24/7, full-service support for contact centers of any size. We manage your systems and communication channels so you can stay focused on running your business.

On-premises and cloud solutions

Workforce Management systems

Unified Communications

Customer co-management

Complete management

Contact center upgrades and optimization

Proactive and reactive system monitoring

Issue resolution and ticketing systems

24/7/365 availability

Change management and follow-up

Personalized service management and technical support

Support Focused on Customer Satisfaction

You can rely on our personalized approach to customer service excellence, built around proactive support, deep expertise, and long-term partnership.

Microsoft Solutions

Webex by Cisco

Zoom

Key Integration

CCaaS Platforms

Company & Learning

Support & Billing

Service & Compliance

Privacy & Legal

UCaaS Solutions

Microsoft Solutions

Webex by Cisco

Zoom

Key Integrations

CX / CCaaS

CCaaS Platforms

CallTower Connect

Solutions Center

24/7/365 Support

Updates & Notifications

Network Status

Client Support Plan Detailed service overview and support structure

Support Escalation Path

Implementation Escalation Path

Sales Escalation Path

Billing Escalation Path

Client Success Escalation Path